Author: Sandra Radlovacki

Frontline Workers Are Burning Out on Promises of Better Pay and Balance

Over the last few years, conversations about employee experience have been dominated by hybrid work, digital tools, and office culture. Meanwhile, the largest segment of the global workforce, which consists of frontline employees, has been dealing with rigid schedules, rising...

2025 Was About Agentic AI. What Comes Next?

2025 was the year artificial intelligence moved deeper into doing. What began as a promise of autonomous agents in research papers and visionary roadmaps became a tangible force in customer experience, enterprise automation, and strategic toolkits across industries. “Agentic AI” describes...

Digital Exhaust: The Behaviour Customers Leave Behind

Digital exhaust is one of the most consequential data streams in modern business strategy, precisely because most organisations generate it in vast quantities and, until recently, treated it as an afterthought. It’s important for customer experience (CX) leaders to understand...

Americans Spent More This Holiday Season, Across Stores, Screens, and Experiences

Holiday spending in the U.S. went up this year compared to last, even as people felt more uneasy about the economy. According to new data from Visa and Klarna, shoppers were still willing to spend, but they were more careful...

Zendesk Acquires Unleash, Moves Deeper Into AI-First Employee Service

Zendesk has acquired Unleash, an AI-powered enterprise search platform, to double down on internal employee service and AI-first support models. The deal brings generative AI search, permission-based retrieval, and deep collaboration tool integrations directly into Zendesk’s employee service offering. The goal...

Healthcare Is Done Experimenting With AI

Healthcare organisations are no longer asking whether AI belongs in their operations. That question has been answered. The real question now is whether AI can deliver results quickly, safely, and without disrupting already strained systems. A new executive outlook report from...

Oracle-led Investor Group Saves TikTok from the US Ban

After years of political pressure, legal uncertainty and repeated deadline extensions, TikTok’s future in the United States has finally been stabilised. A new investor-led group, fronted by Oracle, will take control of TikTok’s U.S. operations, allowing the platform to continue...

What AI Really Did to Holiday CX

The 2025 holiday shopping season marked a turning point for customer experience. For the first time, artificial intelligence became a visible and frequent part of how customers searched, bought, tracked, returned, and resolved issues with their orders. According to the Liveops...

Five9 Appoints New CEO Following Mike Burkland’s Planned Transition

Five9 has appointed a new Chief Executive Officer, with the change taking effect on February 2, 2026. The company said the appointment is part of a planned transition, with long-time CEO Mike Burkland staying on the Board of Directors to...

75% of Customers Say AI Support Is Fast but Still Frustrating

AI customer service got noticeably faster in 2025. Yet for many customers, that speed came at a cost. According to Glance’s newly released 2026 CX Trends Report, 75% of consumers say they’ve received a quick, AI-driven response that still left them...